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Knowledge Base

Customers can use FootPrints to view, search, and report on Solutions in the Knowledge Base.  The Knowledge Base provides solutions to common problems, answers to frequently asked questions, patches, documents, and more.  By searching the Knowledge Base before submitting a Request, the customer has the opportunity to find the information he or she needs quickly and without waiting for a response from the support team.

The following sections detail how customers can find Solutions in FootPrints.

• Customer FAQ—Pre-defined categories of Solutions created by the administrator.
• Basic Search—Search by keyword.
• Customer Advanced Search—Complex search on all fields and criteria.
• Most Popular Solutions—Solutions ranked by popularity feedback from other users; often available on the homepage.
• Quick Search—Available from any screen inFootPrints in the top frame. Search by keyword or number.
• View All Solutions—Shows complete list of Solutions.

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